Plan your customer service improvement for 2010

Sometimes things happen just as we want them to. But often we get
better results if we plan the changes we want. It doesn’t mean we’ll
get exactly what we plan for. But we’re more likely to get what works
than if we leave it to chance. So my message today is simply that we
should all plan our customer service improvement for next year.

Here are some ideas that might help:

Ask your customers these three questions:

1. What do they want from you?

2. How are you doing (giving them what they want)?

3. How can you improve?

Get everyone involved

The more people in your company who are involved in creating
solutions, the more (and better) solutions you will have. Besides, the
success of your company is everyone’s responsibility.

Pick one thing to improve

Whether you manage a company, a team or yourself, start your
customer service improvement planning by picking just one thing. This
gives you the power of focus, which can multiply your success. It’s
okay to have a few other goals in reserve. But don’t focus on them
until you accomplish the first one.